Customer service ‘exceptional’ at McGuire PAX terminal
MCGUIRE AIR FORCE BASE, N.J. --
The 305th Aerial Port Squadron passenger terminal staff was recognized for their superior performance during a recent customer service observation here.
"The credit for the exceptional customer service report has to go to the Airmen and civilians who were observed because that's where the 'rubber meets the road,'" said Lt. Col. Raymond Wagner, 305th APS commander.
The observation was Headquarters Air Mobility Command-directed and performed by two AMC personnel.
"We assumed our incognito roles over the course of two days and made several visits at various times to observe all aspects of customer service and evaluate the terminal's criteria," said Master Sgt. Thomas Piott, passenger/fleet policy command manager and observer in the report. "Posing as space available passengers, we also made numerous phone calls to test the passenger service agents' knowledge and helpfulness."
"We had the opportunity to observe the passenger service agents answer questions, process passengers for flights, and utilize a team effort to provide quality Air Mobility Command customer service to passengers," Sergeant Piott said. "Customer service provided on each shift was good, and a team approach was always used to find answers to our difficult questions."
"The terminal is family-friendly, with a very large dependent lounge containing many toys, a climbing maze and comfortable chairs for sponsors," Sergeant Piott said. "The appearance and attitudes of the agents we observed reflected pride and professionalism."
"The passenger terminal has recently dealt with a high turnover rate due to PCSs and numerous deployments, but has pushed through those challenges to continue providing the appropriate level of service for all passenger terminal observations," Sergeant Piott said.
"I'm extremely proud and confident they (the passenger terminal staff) will do the right things for us 24/7," said Colonel Wagner. "I'm confident they know the regulations, can handle the tough questions and they can perform well not only at McGuire, but while deployed."
"The credit for the exceptional customer service report has to go to the Airmen and civilians who were observed because that's where the 'rubber meets the road,'" said Lt. Col. Raymond Wagner, 305th APS commander.
The observation was Headquarters Air Mobility Command-directed and performed by two AMC personnel.
"We assumed our incognito roles over the course of two days and made several visits at various times to observe all aspects of customer service and evaluate the terminal's criteria," said Master Sgt. Thomas Piott, passenger/fleet policy command manager and observer in the report. "Posing as space available passengers, we also made numerous phone calls to test the passenger service agents' knowledge and helpfulness."
"We had the opportunity to observe the passenger service agents answer questions, process passengers for flights, and utilize a team effort to provide quality Air Mobility Command customer service to passengers," Sergeant Piott said. "Customer service provided on each shift was good, and a team approach was always used to find answers to our difficult questions."
"The terminal is family-friendly, with a very large dependent lounge containing many toys, a climbing maze and comfortable chairs for sponsors," Sergeant Piott said. "The appearance and attitudes of the agents we observed reflected pride and professionalism."
"The passenger terminal has recently dealt with a high turnover rate due to PCSs and numerous deployments, but has pushed through those challenges to continue providing the appropriate level of service for all passenger terminal observations," Sergeant Piott said.
"I'm extremely proud and confident they (the passenger terminal staff) will do the right things for us 24/7," said Colonel Wagner. "I'm confident they know the regulations, can handle the tough questions and they can perform well not only at McGuire, but while deployed."
